Rethinking Customer Experience in Healthcare with Jason Frame of Southern Nevada Health District and Aaron Johnson of Penn Medicine, University of Pennsylvania Health System
Disruptive Innovators: Champions of Digital Business - CIO & IT Leader Interviews, Digital Transformation, Digital InnovationShow Notes
David Wright talks privacy, AI and customer experience with Jason Frame, Chief Information Officer of Southern Nevada Health District, and Aaron Johnson, Interim Chief Marketing Officer of Penn Medicine, University of Pennsylvania Health System, live from CCW Las Vegas. Jason and Aaron bring perspectives from healthcare IT and marketing leadership, showing how problem-solving culture and privacy-first thinking shape the customer journey from two very different vantage points.
KEY TAKEAWAYS
00:00 Introduction. 03:45 Southern Nevada Health District protects 2.3 million residents and 50 million annual visitors. 07:58 Privacy is the CX priority healthcare leaders cannot afford to ignore. 12:03 How Jason's team is piloting AI-powered call handling to catch calls the front desk cannot answer. 13:56 Jason's biggest regret is being too risk-averse early in his career instead of taking chances. 16:00 Early-career leaders should ask their boss directly what it takes to move up. 18:15 How Aaron leads demand generation and patient access as interim CMO at Penn Medicine. 20:15 A solution-first mindset is creeping into how organizations approach AI. 25:25 Penn Medicine is unifying its websites onto one cloud-based content platform system-wide. 30:14 Aaron compares marketing to demand, and access to supply, calling their connection intuitive. 33:03 An urge to leaders to tie cost-cutting wins to the revenue those solutions help protect.
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RESOURCES MENTIONED
CCW Las Vegas 2026 https://www.cxtoday.com/events/ccw-las-vegas/
Southern Nevada Health District website https://www.southernnevadahealthdistrict.org/
Penn Medicine, University of Pennsylvania Health System Website https://www.pennmedicine.org/
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